WE&O London Events & Experience Lead in City of Westminster

The Experience and Events London Lead is based on the client's London HQ site and reports into the WE&O London Lead role.

This role leads the day-to-day delivery and continuous improvement of workplace experience and events across the London portfolio, ensuring a consistently high-touch, "one team" service for colleagues, customers, guests and visitors.

The role is highly visible and acts as an on-site ambassador, with particular focus on key client-facing areas (e. g., Customer Experience Centre and event/meeting spaces).

• Workplace experience leadership
• Lead the development and implementation of modern workplace programmes to deliver a best-in-class employee and guest experience across the London office.
• Set service standards and behaviours that elevate front-of-house and event touchpoints, ensuring excellence in every interaction.
• Act as a Subject Matter Expert (SME) for Workplace Experience / Events items, supporting the development and roll‑out of processes and SOPs that serve wider account targets.
• Champion a culture of service excellence, anticipating colleague and customer needs in a dynamic environment.
• Events leadership and delivery (end-to-end)
• Own end-to-end event delivery across the building, ensuring events run smoothly from start to finish.
• Serve as the first point of contact for client events, including creating, managing, and reconciling event briefs and details.
• Arrange and lead pre-event meetings with hosts/stakeholders to confirm objectives, run‑of‑show, operational needs, and risk considerations.
• Manage all event space diaries through the booking system and oversee furniture set‑ups and room readiness for event spaces.
• Lead/showcase show rounds of meeting rooms and event spaces, promoting utilisation and providing flexible solutions where possible.
• Client relationship management and stakeholder partnering
• Build trusted relationships with client staff and their clients through proactive engagement, attentive listening, and prompt, appropriate action.
• Ensure client and guest expectations are met, and that overall on‑site experience strategy is delivered.
• Maintain strong communication with all service providers and business partners on site, ensuring a seamless experience through joined‑up planning and delivery.
• Handle complaints professionally, ensuring appropriate resolution and that action plans are created and embedded to prevent recurrence.
• Team leadership and "one team" working
• Develop, mentor and sustain a high‑quality, motivated team that supports the client strategy and delivers first‑class workplace experience and events.
• Lead by example, nurturing an environment conducive to teamwork and collaboration across functions and service partners.
• Coordinate and run regular events meetings (e. g., weekly event team meetings) to maintain consistent communication, prioritisation and delivery discipline.
• Operational governance, controls and continuous improvement
• Ensure operational manuals and event‑related documentation are kept up to date, relevant and usable.
• Regularly review and improve events policies and procedures to keep them aligned to business needs and service excellence standards.
• Conduct post-event feedback collection, audits, event inspections and follow‑ups to drive measurable improvements.
• Implement industry best‑practice operations to deliver a first‑class workplace experience for everyone on site.
• Provide standard monthly/quarterly/annual reporting and management reports as required, including event statistics, trend analysis, and improvement plans.
• Technology, innovation and ways of working
• Drive innovation in experience and events delivery through technology, automation and improved operational routines.
• Identify opportunities to enhance booking journeys, communications, event readiness and stakeholder visibility using appropriate tools.
• Sustainability and responsible delivery
• Demonstrate commitment to sustainability programmes and embed sustainable practices into event planning and workplace experience delivery.
• Work collaboratively with the wider workplace group and partners to support sustainability goals across operations and events.
• Flexibility and broader workplace support
• Remain flexible and adaptable to changing business requirements and critical needs, supporting other workplace duties when required.

Excellent written and verbal communication skills, including presenting clearly face‑to‑face and over the telephone.

• Strong stakeholder management skills; able to network and build rapport at all organisational levels.
• Highly customer‑centric with an instinct for anticipating needs in a demanding, highly visible environment.
• Strong planning and organisation skills; able to manage multiple projects and competing priorities.
• Confident, professional and solutions‑focused, with the initiative to act without close supervision.
• Collaborative approach that promotes a "one team" culture with clients, suppliers and internal teams.
• Strong attention to detail and ability to deliver under tight deadlines across multiple concurrent events.
• Data‑literate: able to analyse reports, interpret trends, and present insights with practical action plans.
• Proficient in MS Office and Outlook; comfortable using booking/event management systems.

Experience (required)

• Significant experience (typically 5+ years) in workplace experience, events, hospitality, corporate services and/or facilities management environments.
• Proven experience coordinating and delivering complex events in a fast‑paced corporate/multinational setting.
• People management/team leadership experience, with evidence of developing and motivating teams.
• Experience in data analysis and reporting in a business environment (statistics, insights, proposals).
• Experience in creative/social media environments is beneficial.
• Reporting line and key relationships
• Reports to: WE&O London Lead role.
• Key relationships: Client stakeholders and hosts, Workplace/Front of House teams, service partners/suppliers, in‑house workplace colleagues, site operations teams.

Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients.

We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong.

Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Join JLL's dynamic team serving one of the world's largest banking and financial services organisations with a network spanning more than 50 countries and territories.

We're seeking talented professionals who thrive in fast‑paced environments and are eager to drive meaningful change.

This is an outstanding opportunity to work alongside industry experts that help shape the future of workplace strategy for a globally recognised institution.

Whether you want a career that could take you to the top or an exciting new direction, we offer opportunities, support and rewards that will help you stand out, fulfil your potential, and ultimately make your mark on something truly exciting.

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